Charge 2 is not counting enough steps

[TinaMorris]

I have had Fitbits for a while but my HR2 has recently started to reduce the amount of steps it records generally so if I have a busy morning dashing around then off to work it will tell me I've only done 500 when I would have done 1500 or so in the past.  I've reset it but no luck.  Today I dug out my old Fitbit Charge and am wearing that as well and it has already overtaken the step count on my newer HR2.  It can't be the step length as it would still record the same number of steps.  Is it faulty?  

Moderator edit: updated subject for clarity

[MarreFitbit]

Hey there @TinaMorris, thanks for stopping by!  As you may know, factors such as tracker placement, dominant or non-dominant wrist, and stride length can all affect the number of steps recorded. Note that if you're pushing a stroller or shopping cart, you might try putting your wrist-based tracker in your pocket.

Fitbit trackers have a finely tuned algorithm for step counting. The algorithm is designed to look for intensity and motion patterns that are most indicative of people walking and running.  When working at a desk, cooking, or doing other arm movements, a tracker on your wrist can pick up some extra steps if it thinks you're walking. Many of these situations—such as working or cooking—do include a few steps in-between stationary periods so the tracker tries to give you credit for those steps. For the vast majority of customers, the amount of stray steps accumulated is negligible when compared to the entire day.

On bumpy trails it's possible that your tracker will register steps but these should be negligible in your overall stats. Since you have a tracker with multisport mode, make sure you choose the Bike exercise before starting your workout. If you're relying on SmartTrack to automatically detect your bike ride, make sure the Outdoor Bike exercise is on. 

After taking the above into consideration, please try a step test:

1. Put your wrist-based tracker on your wrist.
2. Walk 100 steps, making sure to count a step each time one of your feet hits the ground.
3. Pause, then check your tracker to see your step count.

Give this a go and let me know the outcome! 

[AttaGrl]

My charge 2 registers on average of 35 steps for every 40 I actually take. Reset didn’t work, nor did adjusting the stride length. 

[Steen]

I have always had an issue with my Charge 2 constantly losing the GPS connection with my phone, so it has always been useless as far as tracking my running and walking routes. Lately the step count is off by at least 10%. In other words, when I have taken 100 steps I am only getting credit for 90 or less.